18 days old

Team Leader, Contact Center, Bilingual (French/English)

Nintendo of America Inc.
Redmond, WA 98052
  • Job Code
    200000001P

Nintendo of America Inc.

The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch system and the Nintendo 3DS family of portable systems. Since 1983, when it launched the Nintendo Entertainment System , Nintendo has sold more than 4.5 billion video games and more than 710 million hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy , Game Boy Advance, Nintendo DS family of systems, Super NES , Nintendo 64 , Nintendo GameCube , Wii and Wii U systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokmon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo's operations in the Americas. For more information about Nintendo, please visit the company's website at http://www.nintendo.com .

DESCRIPTION OF DUTIES

  • Mentors and coaches a team of contract workers who process work p across various channels (voice, chat, email, SMS, or other channels as business changes)
  • Evaluates performance of contacts for contract workers during training and post training
  • Ensures compliance with established processes and procedures
  • Coaches individual performance to ensure effective resolution of consumer interactions, up to but not including disciplinary actions
  • Identifes individual performance trends that increase agent efficiency, consumer satisfaction and brand impact
  • Provides staffing agencies with documentation for performance summaries
  • Escalates performance management issues to staffing agency and manager for corrective action
  • Escalates or requests additional training or other interventions that enable contract workers to be succcesful in handling consumer interactions.
  • Identifies the talent of contingent workers to move between various channels (voice, chat, SMS, email, Tier 3, or other channels as business changes)
  • Demonstrates effective consumer handling techniques
  • Maintains knowledge and skills to effectively handle consumer interactions
  • Identifies intraday workload imbalance, partners with the command center to reallocate resources (surplus or staffing deficiency, project needs)
  • May provide project or customer-facing support as needed
  • May facilitate classroom or individual trainings
  • Collaborates with outsourced service providers as necessary






Posted: 2020-03-15 Expires: 2020-04-13
Sponsored by:
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Sponsored by:
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Team Leader, Contact Center, Bilingual (French/English)

Nintendo of America Inc.
Redmond, WA 98052

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